Support Administrator - Vancouver, Canada - Ntirety

Ntirety

Verified Company

Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

COMPANY OVERVIEW:

When we talk about a cybersecurity crisis, it's not a matter of if, but when it will occur - which is why Ntirety's commitment to offering proactive compliant security is vital in today's business environment. No matter which team or department you belong to, being a part of Ntirety means contributing to all our different teams to help ensure our clients are safeguarded and informed on the latest in cybersecurity.

POSITION PURPOSE:

The Support Administrator II (SA) plays a key role in managing end user Ntirety environments. This role demands extensive knowledge of server hardware and software, virtualization technologies, as well as a deep understanding of Internet and networking technologies, along with a comprehensive knowledge of all services provided by Ntirety to its clients. The SA should also be adept at learning new software to support clients as required. Successful SAs excel in troubleshooting and documenting issues effectively.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Engage with customers through phone and customer portals
Establish high availability configurations and troubleshoot them
Collaborate closely with internal teams on customer-related issues and escalate when necessary
Act as a liaison for colocation customers within their support group
Compile root cause analysis reports on server incidents
Perform software upgrades
Aid in devising technical solutions for Ntirety clients, including upgrade and migration plans
Collaborate with team members to efficiently resolve client issues
Assist with other assigned tasks
Collaborate with different departments as required
Contribute to internal projects and development initiatives as needed
Ensure delivery of exceptional customer experience daily
Support both Windows and Linux dedicated and Virtual Server customers
Educate customers on basic and advanced product and service usage
Inform customers about internal and external resources availability
Comprehend and execute companywide interdepartmental escalation procedure
Serve as an escalation/de-escalation point for support requests from other teams/divisions
Take full ownership and responsibility for any ticket/call/escalation until resolution
Maintain regular communication with customers to ensure all assigned escalations/de-escalations are addressed from start to finish
Document and track all inbound and outbound customer contracts in Ntirety's proprietary system
Adhere to established protocols, procedures, and policies, and meet agreed service level agreements
Participate in team meetings and contribute insights for enhanced productivity
Demonstrate a willingness to learn, improve, and work efficiently in a team based on performance requirements and company standards
Perform other duties as assigned
Experience with Azure, VMWare, and AWS
Proficient in configuring and troubleshooting VPNs on SRX and Palo Alto Firewalls (Beneficial to also have experience with Cisco firewalls)

Requirements:

DESIRED MINIMUM QUALIFICATIONS:

Bachelor's degree or equivalent work experience
Proficiency in Internet and networking technologies
Experience with MSSQL, MySQL
Possess a customer-centric and positive approach to handling customer issues
Ability to enhance skill sets daily and tackle customer issues to challenge oneself and coworkers
Strong troubleshooting methodology
Proficiency in Linux and Windows Operating systems
Basic understanding of IP, DNS, IIS, and Apache
Excellent verbal and written communication skills
Strong interpersonal and organizational skills
Expertise in Internet and networking technologies
Familiarity with programming languages like .NET, PHP, Cold Fusion, Java
Experience with frameworks such as Drupal, WordPress, Ruby on Rails, Community Server, DotNetNuke, PHPNuke
Intermediate experience in Windows and Linux web server administration
Intermediate knowledge and experience in firewall administration and troubleshooting
Intermediate knowledge and experience in load balancer configuration
Ability to set up high availability configurations and troubleshoot them
Ability to work independently or collaboratively to creatively solve problems effectively and efficiently
Hands-on experience with server hardware knowledge is an asset
Familiarity with IP tables, Windows Firewalls, VPN configuration/setup, and Alert Logic
Technical writing experience
Experience with security servers
Required Certifications:
Any of the following
AWS Cloud Practitioner
AZ900 Microsoft Azure
CompTIA Network+, Linux+ or A+
LPIC
Preferred Certifications:
At least one of the following
AWS Solutions Architect
AWS SysOps Administrator
AWS Developer
AZ104 Azure